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Nuance Prediction Service uses artificial intelligence to predict customer intent and take the right action to proactively meet their needs.
With Nuance Prediction Service, organizations can create highly personalized experiences, powered by AI, that enables them to take proactive action that elevates the customer's experience and improves business results.
Customer demands are rising and changing fast. Organizations need to keep up and offer great service while still focusing on operational efficiency. Predictive solutions can help. Nuance Prediction Service analyzes aggregate customer data from across all channels to model and determine intent and selects the right next step to service customer needs.
Nuance Prediction Service data sheet
Learn more about how the Nuance Prediction Service works and helps improve customer satisfaction.
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Forbes: AI is Super-Charging the Customer Service World
Customer service leader and author Shep Hyken spoke with Robert Weideman, Executive Vice President and General Manager of Nuance Enterprise, to understand how Nuance is using AI for improved customer service.
Get it nowSee how the Nuance Prediction Service works to help organizations create highly personalized experiences that improve business results.
As prediction and customer experience improves, so do business results. Key performance indicators (KPIs) such as containment rates, routing accuracy, conversion rates, and revenue will improve with each customer engagement.
Customer experiences are elevated to a new level when organizations accurately anticipate why their customers engage. By using artificial intelligence and machine learning to analyze aggregated data from past interactions, engagement preferences, and cross‑channel history; organizations can provide highly personalized experiences that delight customers and break the standard cookie‑cutter service approach.
Nuance Prediction Service is always learning. During each encounter, the Prediction Service makes a calculated projection of the reason for the engagement, records and remembers responses, and updates the model to ensure the best possible experience the next time. With constant analysis from aggregate customer transactions across all service channels, organizations can “fail fast” by testing new concepts, offers, or menus quickly and determining the best performers.
Recommend the right next step to satisfy a consumer's need when they engage the (IVR), virtual assistant or live agent.
Eliminate the need for a call by using proactive notification via SMS or email to provide relevant, useful assistance or customized deals.
Remember past behavior and speed a customer to the right next step.
Reduce inbound call volumes, and lower costs, by predicting intent and deflecting callers to digital engagements.
Identify patterns that customers may be close to canceling their service based on web activity, words, tone or sentiment and take appropriate action in advance.
Analyze customer buying patterns and proactively offer companion solutions in real‑time.
Improve agent satisfaction by using past customer data to predict customer needs and deliver them to the agent before the call arrives for a better overall experience.
Prediction capabilities are built with machine learning based models vs. human‑generated, rules‑based models that are harder to adapt and scale.
Nobody wants siloed channels. Building an application once and deploying it everywhere is the goal for any organization. With Nuance Prediction Service, the same prediction model designed for someone calling the IVR can also work on the web or mobile app, ensuring maximum ROI.
Deploy prediction in hosted or on‑premise channels for a more powerful and consistent customer experience.
Combine existing customer data with "out‑of‑channel" data such as local weather, current offers, and other relevant information to create an even more personalized and targeted engagement.
With over 20 years experience, Nuance Professional Services delivers intelligent customer service solutions, including predictive capabilities, using proven processes and tools that increase efficiency and quality to generate exceptional results.
